Mad Money Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Hello casino guru I had ask the mad money casino to close my account as I told them I have gambling problem and the live chat agent told me my account will be close in half an hour but she didn't close my account and I lost 3206 $ and wen I went to chat again and told them everything she realized that it's there mistake and it was already 4 days at that time wen I ask them to close my account but still after 4 days they haven't close my account then she gave me the email were I can complaint I did that but no one reply so I need your help here and I all the screen shot for the chat were I told her about my gambling problem and ask her to close my account ... I ask them for refund of 3206$ ..I need your help here to get this resolved

Thanks

Dear sunnykuk81,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have requested the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section and General terms and conditions on the website, and this is what I found:

„Self Exclusion

Here players can permanently close their account. Once an account is excluded a player will no longer be able to access the platform, deposit, withdrawal and will be removed from all email and text promotions. Please use caution when submitting a permanent closure."

"35. RESPONSIBLE GAMING/GAMBLING

35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period, You will be entitled to re-commence use of the Services by contacting legal@madmoneycasino.com.

...

35.6 If You require any information relating to this contact our Support legal@madmoneycasino.com or view our Responsible Gambling section."

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I sent you the screen shot of all the chat that I have conversation with the live agent . Plz check

Thank you very much, sunnykuk81, for the forwarded screenshots. I have to admit, this is a very unfortunate situation. From the live chat communication, it seems as there was a misunderstanding when you were informed that the live chat agent "can close your account and it will be done in 30 minutes".

I even created an account myself, and try to self-exclude inside the account as it is described in the Responsible Gambling section, unfortunately, these tools are not working yet.

Could you please advise when exactly was the self-exclusion requested (I can see the time on the screenshots but not the date) and when you deposited funds afterwards? Ideally, please forward a screenshot of your cashier history. Looking forward to hearing from you.

May 6th I request for selfexclusion and I deposit the money on 8th may

Here is the payment history

Thank you very much, sunnykuk81, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thanks petronela

Hi sunnykuk81.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Replied to Jozef via email to include attachments

Hello jozef any update on the refund plz

????

Any update on my refund casino guru

Hello there.

I am extending the timer by 7 days because of the further examination. I confirm receiving an email from the casino team.

Hello jozef can u plz tell me wats going on in my case its been so long now .. wen are they going to refund

Hi sunnykuk81.

Thank you for your patience, we are still discussing the case with casino team. The issue is that you did not follow the casino guidelines on how you should proceed if you want to self-exclude. However, we see an issue that you were promised account closure in 30minutes by live chat.

Please, could you specify if you communicated with the support between Friday to Sunday except for the communication you have already mentioned?

I went on live chat she told me my account will close with in 30 minutes but that doesn't happen then wen I come again on live chat I ask her y my account didn't close she gave me email address to email them and I email right away .. to close my account and I don't remember if it was between Friday to Sunday but if anything live chat ppl should know this .. she would have gave me email address on the same day I ask her to close my account but she gave me email address after wen I come on chat after 3 days and I lost 3200$ .. live chat ppl are working for them and they should know the rules .. she told me clearly it will be close in 30 minutes but they havnt close my account and I am gambling addict so I start playing again and loose more money if she would hav3 taken it seriously she would have os3 my account right away or give me the email address to email them to close my account but she gave me the email address after 3 days wen I come again on chat and ask her y did they not close my account .. I close my account on so many casinos they close with in 10 minutes wen they know client has gambling problem .. but here they pass the days to make a person loose more

If u want I can send u the email I send them right away she ask me after 3 days to send support team

Hello Jozef can u plz tell me wats going on now its been so long .. wen will I receive my refund plz

Thanks

Hello Josef can u plz tell me wats going on in my case .. I can see the time is over already

Can u plz explain ..

Thanks

Hello sunnykuk81.

Thank you very much for your patience. We are still discussing the case with the casino team, soon we should receive more information about the whole situation that occurred. It is necessary, so we can provide a fully objective decision. I am extending the timer by 7 days. Let me know if you have any questions.

Okk thanks will be waiting

Hello Jozef it's been 7 days again but I am still waiting for my refund can u plz tell me wats going on in my case now

Thanks

Hi sunnykuk81,

I am sorry for the delay, but we were evaluating information from the casino team, and now we are waiting for their answer. When they reply, I will update this matter asap. I am convinced that it will not take long.

Dear sunnykuk81,

our long discussion with the casino has reached its end. I would like to point out that the casino processes and T&Cs are clear and correct in terms of responsible gambling. Additionally, Mad Money Casino is improving its self-exclusion process to a higher level than is standard for Curaçao licensed casinos. 

Unfortunately, your issue occurred, the support agent provided you with the wrong information (informing you that your account will be closed in 30 minutes). I can confirm that based on the information provided in this complaint, there is no sign that you have tried to abuse their self-exclusion process. And, we believe that you deserve at least some kind of compensation, however, the casino team have a different opinion.

Concluding all the information above, I am forced to close this case as 'unresolved'. Be aware that this complaint will affect their reputation on our website. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. 

Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear sunnykuk81,

the casino team has just informed me that you were refunded in full, please, could you confirm?

Yes after I complaint to there liscencing department they refund me the money .. so I confirm I got the money

Thanks for you help jozef ..

Dear sunnykuk81,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef